Stripe has limited support for issues involving third-party integrations, applications, and plugins, and suggest you refer to the support documentation of the platform/plug-in provider for any queries.

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Many third-parties build on top of Stripe, each with their own custom code and unique integrations. However, these integrations, applications, and plugins are not built or maintained by Stripe. Therefore, when issues arise, Stripe has no visibility into their systems or data. Be sure to refer to the support documentation of your platform/plug-in provider for relevant information.

Depending on the type of third-party that you are reaching out about, Stripe support may or may not be able to assist. Please refer below to the different types of relationships we have with third-parties to understand the type of support that Stripe can provide.

Connected Accounts

If you are an Express connected account belonging to a platform that uses Stripe for payment processing, the platform should be able to help with questions related to, but not limited to, reporting, payouts, statement descriptors, and negative balances. Stripe can assist Express accounts with onboarding, management, and identity verification, as well as the following changes: Change of phone number, email address, company type and ownership.

If you are not a Direct, Standard, or Express connected account, you are fully supported by your platform and they should be able to assist you with all questions. Stripe will communicate with your platform directly if any further information is required about your account set up.

What connected account type am I using?

There are three different types of connected accounts that Stripe offers. Below is a quick guide to determine which type of connected account you are using:

• A Standard connected account is a conventional Stripe account with access to the Stripe Dashboard where the account holder has a relationship with Stripe.
• Express account holders do not have access to a traditional Dashboard, and their sign-up process is a bit different than a traditional Stripe account creation flow. You can use your Express Dashboard to view your available balance, see upcoming payouts, and track earnings in real time.
• For Custom connected account holders, Stripe is almost completely invisible. You cannot sign in to Stripe and use Stripe's dashboard, but some platforms provide a customized dashboard.

End-Customers

If you have received a charge from a merchant that uses Stripe for payment processing, Stripe is unable to initiate refunds on behalf of the merchant. To initiate a refund, please reach out to the merchant that created the charge. If you have received a charge that you are unfamiliar with, you can look up Stripe’s charge lookup tool.

Stripe Connectors

A Stripe connector (or plug-in) is an integration between Stripe and a third-party technology platform. There are Stripe owned connectors, for example the Stripe Connector for NetSuite, as well as partner owned connectors. For partner owned connectors, Stripe has no visibility on third-party product and is rarely able to provide support on related issues.

Please refer here for recommended solutions for Stripe owned and partner owned connectors.